ComplaintsforBank of Mingo

• Initial Complaint

  04/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  April 15,2022 To Whom It May Concern: I would like to file a complaint against the Bank Of Mingo; for the reason being, that I had sent them a photo i.d. of myself, and they refused to use it;and I'm not physically able to go to the nearest DMV office, to have a photo taken...reason why I can't do this, is that I'm currently in a nursing home, and I don't have access to anything, that will prove who I am, to this financial institution....and I have no other way of getting such type of an photo i.d. to them...I thought that I had sent them all that was required, in order to process my application for a debit card, from said banking facility..and it has been almost a month, since I had sent such application to them, and all I have been getting, is the run-around; and they don't seem to understand my situation,as being a patient, inside of a nursing home, for which I have been here, since late June of 2021... I sincerely hope that the BBB, can help me in this situation concerning to being able to get a valid debit card ;because having something such as a valid debit card, would help me right now, in my current situation...and this problem started back on March 20,2022... Thanks, **** ** *****

  Business response

  05/12/2022

  To Whom it may concern:
  The purpose of this letter is to submit a response to the complaint filed on, April 15, 2022.

  In the letter that was sent to Bank of Mingo the customers statement stated she had sent a Photo I.D. to the Bank, and the bank refused to accept the Photo I.D. The Bank requires a Valid Federal or State Issued Driver's License or Identification Card in order to process the application of a Visa Debit Card. The Bank's Debit Card Manager has spoken with Ms. ***** on several occasions via telephone, explaining to her the required information needed to process any Visa Debit Card Application.
  

  Ms. ***** sent in a "selfie" photo of herself and explained on "Post-it Notes" that she has enclosed a photo of herself, minus her glasses. But she assured the person in the photo is **** ***** *****. Ms. ***** stated not only to the Bank's employees, but also in the Consumer Complaint that she doesn't have access to anything, that will prove who she is. Even if Ms. ***** could visit a local DMV, there are requirements from the DMV to be issued a Valid State Issued I.D or Driver's License.
  Refer to "Attachment A for a copy of her Photo I.D"
  Refer to the link below for WV DMV Requirements

  ************************************************************************************************************************************************************************************************* *****************************************

  Anytime a customer's address would need maintenance, a required "Change of Address Form" is mandatory. This change would ensure that the customer is receiving their required periodic statement in the mail. In order to maintenance any address on the Bank's Core System the "Change of Address Form" must be accompanied by one of the following:
  
  I Valid Driver's License with new address;
  II Valid Passport with new address, or;
  III  Physical proof of new address (i.e., Residence utility bill, electric or gas)

  Refer to "Attachment B"

  Ms. ***** has been mailed a Change of Address form to the nursing home on several occasions, and the address of the Nursing Facility does not reflect the address on the Bank's Core System.

  Our Bank's BSA Policy refers to "Identification of Elderly or Disabled Person' 

  Alternative forms of identification will be accepted if the person is elderly or disabled, does not have a driver's license, and is opening an account or being added to an existing account as an owner, signatory, authorized agent, and/or representative payee. The following would be acceptable forms of identification for the elderly or disabled:

  I. Medical Card
  Il. Medicaid Card
  Ill. Social Security Card
  IV. Other insurance card
  V. As long as presented with another document that contains name and address of the patron (e.g.: an organization membership, voter registration card, utility or real estate tax bill.)

  The document will only be accepted, and the transaction concluded if Bank staff is confident that the elderly or disabled person is who they profess to be.
  

  Bank of Mingo is aware of the circumstances that Ms. ***** is facing. However, Bank of Mingo is willing to help Ms. ***** once the requirements have been met.
  

  
  

  Customer response

  05/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩